Complaint Specialist


Company:	Metropolitan Thames Valley Housing
Salary:	£30,629 to £32,241 a year
Hours:	Full-time
Location:	UK, Europe, NG9 1LA
Job type:	Permanent
Posting date:	8 Sept 2026
Closing date:	7 Oct 2026

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Summary

Complaint Specialist

Location: Beeston, NG9 1LA

Salary Banding: £30,629 - £32,241 based on 37.5hr week

Contract Type: Perm

Hybrid working to be discussed at interview stage

As a Specialist Complaint Handler here at MTVH, you will be responsible for resolving complex complaints, CEO complaints and responding to MP, Councillor and Ombudsman enquiries. You may also support the wider Customer Care Team to deliver satisfactory resolutions.

You will work as a team to ensure MTVH is helping resolve customer disputes that are deemed fair and clear in resolution.

You will be responsible for developing customer satisfaction through root cause analysis as well as help defining continuous improvements for the customer journey. You will build relationships with senior executives at MTVH, The Housing Ombudsman, MP’s, Councillors and the MTVH Policy Team.

What you'll need to succeed

Strong knowledge and experience in resolving customer disputes

Ensures that appropriate actions and remedies are taken internally to resolve escalated customers problems and concerns

Confident at communicating with senior leaders and members of parliament where appropriate

Exceptional Organisation

Excellent communication and written skills

Report writing skills to ensure regular updates into senior executives on the progress of complaints, orders and improvements

Interview Diary Date: On or around week commencing 28th September TBA

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